After a recent presentation where I emphasized the importance of employees being aware of their purpose – their highest priority – at work (which, for most employees, is to create a delighted customer), I was approached by an attendee who asked, “Isn’t the real purpose of every business to make
I used to work for a general manager who was critical of our hotel’s food and beverage director because he had a reputation for rolling-up his sleeves and pitching in when the restaurant was slammed. Sometimes, he would seat guests. Other times, he would bus tables. My GM believed that
Do you pay attention to the greetings and farewells you receive as a customer? I do. Here are a few that I’ve received lately: Last weekend, as I pulled up to the Krispy Kreme drive-thru window, this was my greeting: “$16.65” That was it. I was greeted with the total
Years ago, while attending a 7 Habits of Highly Effective People seminar in New York City, I listened as our facilitator, Dr. Larry Kokkelenberg, stated that the word “no” is not a negative word. The word “no,” he explained, is actually a positive word. It’s an empowering word—a liberating word.
Too often operators recognize employees for the job they do with processes rather than customers. I recall hearing a perfect example of this from a consultant named Rick Tate: When a restaurant hostess is hired to greet guests and make them feel welcome as they arrive, she also recognizes there
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